Return policy

Return & Refund Policy

Website: new.myhomesrl.com  |  Last updated: December 15, 2025
Summary: You may request a return within 30 days of delivery for eligible items in original condition. Some items are non-returnable for hygiene or final-sale reasons. Please contact us to obtain return authorization before sending anything back.

(1) Return Window

We accept return requests for eligible items within 30 days from the date your package is marked delivered by the carrier. Requests submitted after this period may not be approved.

(2) Eligibility Requirements

To be eligible for a return, all of the following must be met:

  • Condition: Unworn, unwashed, unaltered, and in resalable condition.
  • Tags & packaging: Original tags attached; original packaging included (where applicable).
  • Odor/stains: No perfume, smoke, deodorant marks, makeup stains, pet hair, or other contamination.
  • Proof of purchase: Order number or receipt from new.myhomesrl.com.

(3) Non-Returnable / Non-Refundable Items

Important: The following are typically not eligible for return or exchange unless the item is defective or we shipped the wrong item.
  • Final sale / clearance items marked "Final Sale"or "Non-Returnable"on the product page or at checkout.
  • Hygiene-sensitive items such as underwear, lingerie bottoms, swimwear bottoms, bodysuits, socks/hosiery, and similar items.
  • Personal care items (if any) and items that have been opened/used.
  • Gift cards and store credit.

Note: Eligibility can also be affected by local consumer laws in your jurisdiction. Where required by law, mandatory rights apply.

(4) Exchanges

For international orders, we generally process exchanges as a return + new order. This is often faster and avoids customs complications. If you need a different size/color, please contact us and we'll advise the best option.

(5) How to Start a Return

  1. Email us at support@new.myhomesrl.com with:
    • Order number
    • Item(s) you want to return
    • Reason for return
    • Photos (required for defective/damaged items or wrong item)
  2. If approved, we will send you a Return Authorization (RA) and return instructions (including return address and any required customs forms).
  3. Pack items securely and ship them back using a trackable shipping method. Keep your tracking number.

Do not send returns without authorization. Unapproved returns may be refused or delayed, and we may be unable to locate them.

(6) Return Shipping Costs

Return Reason Who Pays Return Shipping? Notes
Change of mind / size doesn't fit / style preference Customer We recommend using a trackable method; original shipping fees are not refundable (unless required by law).
Defective item / damaged in transit (confirmed) xnew.myhomesrl.com (case-by-case) We may offer a prepaid label where available or reimburse reasonable return shipping upon proof.
Wrong item shipped by us xnew.myhomesrl.com (case-by-case) We will make it right via replacement, return label, or refund.

(7) Refunds

7.1 Refund method

Approved refunds are issued to the original payment method whenever possible. If the original method is unavailable, we may offer store credit.

7.2 Processing time

After we receive and inspect your return, we typically process refunds within 5-10 business days. Your bank/payment provider may take additional time to post the credit.

7.3 Partial refunds

We may issue partial refunds if items are returned in a condition that does not meet eligibility requirements (e.g., missing tags, signs of wear, stains).

(8) Original Shipping Fees, Duties & Taxes

  • Original shipping fees: Generally non-refundable unless required by law or the return is due to our error.
  • Customs duties / VAT / import taxes: Paid to your local authorities are typically non-refundable by us. You may be able to claim a refund from your local customs agency depending on your jurisdiction.

(9) Cancellations

If you contact us quickly, we may be able to cancel an order before it ships. Once shipped, cancellation is not possible and you must follow the return process after delivery.

(10) Incorrect / Damaged / Missing Items

Please contact us within 7 days of delivery if:

  • You received the wrong item
  • Your item arrived damaged
  • Items are missing from your package

Include your order number and clear photos of the item(s), packaging, and shipping label so we can resolve the issue efficiently.

(11) Contact Us

Questions about returns and refunds: